Success Manager Customer Service

Robin M. Winer

**** *. ********* ****** *******, FL. 34461 804-***-**** ******@*******.***

Executive Summary

As a business development specialist and account management leader, I bring an extensive record of success in driving sales revenue growth at the highest levels of the healthcare and pharmaceutical space. I excel at creating and implementing high-impact sales and marketing strategies, forming relationships with C-suite decision-makers, and leading teams to produce a results-driven foundation. Combining wide-ranging business experience with an unwavering people focus—I build high-trust relationships at every level, inspire my teams toward a common goal, and achieve standout results.

Skills, Competencies & Expertise

Sales Leadership

Key Account Management

Customer Success Manager

New Business Development

Revenue & Margin Growth

CRM/Salesforce Experience

Relationship Development

Strategy, Vision & Execution

IT Software Systems

Pharmaceutical Office Sales

Hospital Sales

Marketing & Branding

Product Launches

Business Analysis

Regulatory Compliance

Hiring Top Talent

Mentoring & Team Building

Cross-Functional Initiatives

Complex Negotiations

Vendor/Supplier Management

C-Level Advisor

Speaking & Presentations

Professional Experience

Customer Success Manager 2023-Present

PowerSchool, (IT software) Lecanto FL/Remote

•Manages the overall relationship with the customer and becomes a trusted partner

•Works strategically with customers to drive return on investment, incremental value, product renewal, and achieve long-term success.

•Forecasts customer health and risk of attrition. Assess themes and patterns that may negatively impact customer success or retention.

•Proactively leads discussions with internal stakeholders to mitigate risk and improve the overall health of the customer relationship.

•Mastered negotiation and conflict resolution skills

•Partners with internal and external stakeholders with limited manager direction

•Skilled at delivering difficult messages when necessary

•Proactively engages with other CSMs to support their growth and success

•Collaborates with sales teams to ensure growth attainment and increased footprint

•All other duties as assigned.

Co-Founder and Lead Account Manager (2004 – 2022)

Code Blue Coding – Richmond VA / Remote

·Lead new business development with clients nationally to provide Physician-to-Physician training on evaluation and management (E&M) coding and billing. Achieve 85% repeat business through exceptional service to Healthcare Consultants, Hospital Systems, and Medical Practices.

·Run day-to-day business operations, personally manage over 100 key accounts, and successfully lead 27 simultaneous projects, programs, and initiatives.

·Utilize CRM/Salesforce to identify prospects, connect with new clients, and expand the client data base by 20% on an annual basis.

·Provided training to over 4,000 providers and integrated customer EMR coding platforms to improve patient coding documentation from 83% to 94% on average. Increased Physicians’ understanding of medical coding levels to generate 20% revenue growth for clients following training.

·Created and executed an omnichannel marketing strategy which included the development of a company website and sales collateral materials. Identified successful healthcare consultants in the United States and connected with them via phone, email, direct mail, and speaking invitations at industry events to achieve 20% annual growth.

·Formed C-Level relationships at leading healthcare organizations and hospitals, including Trinity Health, St. Joseph Health System, HCA Healthcare, Bon Secours, Riverside Health System, Tidewater Physicians Multispecialty Group, The University of Virginia, and Virginia Commonwealth University.

Franchise Owner Operator (2012 – 2021)

sweetFrog (Sweet Ventures LLC) – Newport News, VA / Yorktown, VA / Suffolk, VA

·Launched, expanded, and led a successful $2M, three-store premium frozen yogurt franchise that performed in the top 3% of 360 sweetFrog franchises nationally. Managed all aspects of the business to achieve a 30% net profit margin. Led employees to provide exceptional customer service, a pristine environment, and a quality product.

·Managed a team of 70 employees with an average retention rate of 90% with responsibility for HR, including scheduling, hiring, training, workplace safety, and disciplinary actions. Oversaw day-to-day operations, including inventory ordering and control, financial planning, taxes, vendor negotiations, insurance, and compliance audits.

·Established a catering division that generated $80K in annual revenue. Won contracts with Sentara Healthcare, Newport News Public Schools, York County, Riverside Health System, and Newport News Shipbuilding, the largest employer on the Tidewater Peninsula.

·Planned and executed social media and ad campaigns on Facebook and Instagram, simultaneously running individual accounts for each store, and successfully grew to 20,000 followers. Created a community of brand ambassadors that amplified marketing reach by leveraging their extensive social media networks.

·Restructured the enterprise while continuing to support customers at the onset of COVID-19. Operated a food truck following health protocols, brought smiles during a difficult time, successfully kept the business open throughout the lockdown with zero layoffs, and maintained a healthy 20% profit margin.

·Developed an online ordering system that was used franchise wide and fully integrated with curbside pickup. This capability limited losses during the pandemic to 20%, compared to other stores that were down 70% or closed.

·Organized a successful sale of the business and negotiated a $1M four-year, privately financed contract. Supported the transition of the company to new ownership, which including keeping 50% of all profits during the six-month period.

Clinical Specialist, Territory Manager & Sales Representative (1997– 2004)

GSK – Richmond, VA

·Expanded and managed a $4M sales territory and consistently performed in the top 10% of the sales organization. Drove business development for CNS and Psychotropic drugs and achieved the #1 sales rank nationally for a leading neurology/CNS product. Won multiple awards for sales, including GSK’s Ruby Award for Top 3% performance nationally. Earned two promotions, including an appointment to train sales teams across the region.

·Managed a team of 12 reports throughout Virginia and an annual budget responsibility of $100K. Held weekly meetings to upskill team members, share best practices, and maintain consistent sales growth. Onboarded and trained all new sales representatives and managers and prepared teams ahead of new product launches.

·Created and executed a highly successful business development strategy that targeted high-prescribing Neurologists and Psychiatrists and leveraged others who influence the Rx habits of MDs, Interns, and Residents. Organized educational programs with key national speakers for Physicians and hospital, pharmacy, and office personnel that showcased patient success stories with GSK products in the field.

·Worked closely with national accounts and government affairs teams to secure formulary acceptance for new products and extensions of existing product line and produced over $500K in annual revenue in my territory.

·Sold products to hospitals and produced inpatient and outpatient revenue exceeding $850K per year.

Education

Bachelor of Arts, Rhetoric and Communication Studies/Psychology

University of Virginia – Charlottesville, VA

Awards & Professional Recognition

Ruby Award Winner – Ranked in the Top 3% of all Sales Reps Nationally GSK (2004)

Multiple Awards for Standout Sales Performance GSK & Dupont (1991 – 2004)

Vice President’s Eagle Award Dupont Pharmaceuticals (1997)

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